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Senior Manager - Customer Support
An IT & Internet Services Company
Senior Manager - Customer Support
An IT & Internet Services Company's logo

Senior Manager - Customer Support

at An IT & Internet Services Company

Agency job
via Qrata
6 - 8 yrs
Best in industry
Gurugram
Skills
Customer Support
Customer Service
Team Management
Customer Relationship Management (CRM)
Communication Skills
Effective communication
Six Sigma Black Belt
Reporting
Analytics

Overall responsibility:


  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
  • Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
  • Develops and implements methods to record, assess, and analyse customer feedback.
  • Develops and implements training and quality assurance programs for new hires and experienced employees.
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

  • Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
  • Implementing customer support processes to enhance customer satisfaction.
  • Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
  • Assessing support statistics and preparing detailed reports on the findings.
  • Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:


  • ISO
  • Six Sigma BB

Why Join Us : 


1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more


Read more
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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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JOB DETAILS:

Job Role: Social Media Manager - Gujarati

Industry: Media and entertainment

Function: Marketing

Working Day: 5

Work Mode: ONSITE

Salary: Best in Industry

Experience: 3-6 years

Location: Noida

 

Required Skills: Gujarati Cultural Fluency & Storytelling, Full-Stack Content Creation, AI-Native Creative Execution, Community Building & Engagement, Social Strategy & Analytics

 

Criteria:

  • Candidate must have Deep understanding of Gujarati digital culture, trends, memes, and Gujarati cinema.
  • Candidate should be Fluent in Gujarati (written and spoken) with strong command over cultural nuances and local slang.
  • Candidate should have 3 to 6 years of hands-on experience in Heavy social media content creation or digital content roles
  • Must have direct experience owning end-to-end social media execution (ideation → creation → posting → analysis)
  • Proven ability to independently create high-quality social content (reels, memes, carousels, short videos)
  • Must be a full-stack creator – capable of ideation, writing, designing, video editing, and publishing without external dependency
  • Hands-on experience using AI tools such as ChatGPT, Midjourney, Runway, Pika, CapCut, or similar
  • Strong working knowledge of Instagram, Facebook, and YouTube publishing and analytics
  • Proven track record of driving engagement and community interaction, not just posting content
  • Mandatory portfolio showcasing original Gujarati content created by the candidate.

 

Description

TL; DR: Be a full-stack creator for STAGE's Gujarati social presence. Think content, write it, create it using AI, edit videos, post, and make it viral. We want AI-native creators who love Gujarati cinema, live on memes, know what's trending, and can ride viral waves — not traditional social media managers.

 

🚀 The Mission

STAGE is an Entertainment Platform for India's Regional Cultures.

We exist to celebrate, represent, and elevate the stories, emotions, and identities that define India across regions, communities, and cultural worlds that mainstream entertainment has historically underrepresented.

We are looking for a Full-Stack Creator, someone who owns the Gujarati social media presence for STAGE with deep cultural fluency, creative excellence, and an entertainment-first mindset.

You will be the voice of STAGE in Gujarat, translating our brand narrative into compelling, culturally-rooted content that drives user acquisition, fosters regional pride, and builds lasting community engagement.

 

🎯 What You Will Own (Non-Negotiable)

This role owns the language-specific social media presence for STAGE in Gujarati.

You are the authority on:

● How STAGE shows up in Gujarati social conversations

● Content that drives cultural connection, entertainment value, and rides trending moments

● Community building and engagement in the Gujarati market

● Social-led user acquisition and retention

 

🧭 Key Responsibilities

1. Language-First Social Strategy: Entertainment In Regional Context

● Translate STAGE's cultural brand narrative into authentic Gujarati storytelling that entertains first, educates second.

● Own conversations around titles — driving discoverability through culturally relevant hooks, memes, and moments.

● Determine optimal content formats (reels, memes, shorts, carousels, challenges) based on:

○ What's trending in Gujarati digital culture

○ What's working in our data

○ Our content slate and release calendar

● Align weekly plans with content releases, tentpole events, and regional cultural moments (Navratri, Uttarayan, Janmashtami, etc.).

● Act as the Gujarati brand voice — ensuring tone, language, and cultural references feel authentic, not tokenistic.

2. Full-Stack AI-Native Creation

● Lead end-to-end content creation using AI tools (ChatGPT, Midjourney, Pika, Runway, CapCut, etc.).

● Publish daily across Instagram, Facebook, and YouTube — balancing volume with cultural relevance and taste.

● Own the full content lifecycle independently: ideate → write → design → post → analyze.

● Develop a rapid, engaging, and culturally astute publishing capability that feels native to Gujarati audiences.

● Ensure every piece of content reflects high creative standards and cultural sensitivity.

3. Community Building & Engagement

● Cultivate deep engagement through comments, DMs, shares, Q&As, and user-generated content (UGC, voiceovers, duets).

● Engage both existing subscribers (working with Content Marketing Managers) and prospective users (working with Promo Producers).

● Establish and expand WhatsApp communities for memes, exclusive previews, reminders, and feedback loops.

● Turn passive audiences into active communities — building cultural pride and platform loyalty.

4. Growth Alignment & Performance

● Collaborate with Performance Marketing to amplify high-performing content and optimize for acquisition.

● Support content/title marketing by promoting trailers, artist features, key dialogues, and cultural moments.

● Monitor platform analytics closely: views, shares, watch time, saves, conversion metrics, and sentiment.

● Build recurring social IPs that meet the "Entertainment In Regional Context" mandate — integrating STAGE titles across key formats.

● Ensure brand equity strengthens long-term growth without eroding cultural authenticity.

5. Cross-Language Intelligence & Collaboration

● Share and adopt best practices from other language teams (Haryanvi, Rajasthani, Bhojpuri).

● Develop scalable content templates that can be adapted regionally while maintaining cultural specificity.

● Contribute to the overall STAGE social playbook — helping define what works across regional markets.

 

🧬 Who You Are

● You have deep cultural fluency in Gujarati — not just language proficiency, but an intuitive understanding of Gujarati identity, humor, values, digital behavior, and most importantly, Gujarati cinema (classic and contemporary).

● You are entertainment-first and cinema-obsessed — you understand Gujarati cinema deeply (from classics to new releases) and know that cultural pride must be delivered through compelling, engaging, shareable content.

● You are Gen-Z native and meme-fluent — you know what's trending, what's about to go viral, and how to ride those waves. You live on social, understand algorithms, and can turn any moment into a brand opportunity.

● You possess strong taste and creative judgment — you can distinguish between viral for viral's sake and content that builds lasting brand equity.

● You are a full-stack creator — comfortable ideating, writing, designing, editing videos, and posting all by yourself using AI tools.

● You are AI-native and tool-fluent — you leverage ChatGPT, Midjourney, Runway, CapCut and other AI tools to 10x your output without compromising quality. You are a storyteller and cultural translator — capable of making STAGE's brand feel locally authentic and emotionally resonant.

 

✅ Requirements

1. Experience & Skills

● 3–6 years of experience in social media or content creation, ideally in entertainment, media, or regional content. We value talent and output over years of experience.

● Prior ownership of social media strategy and execution (not just scheduling or reporting).

● Demonstrated ability to create high-quality content independently — ideation, copywriting, design, and production.

● Experience building communities and driving engagement, not just vanity metrics.

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● Deep exposure to Gujarati cultural contexts — festivals, traditions, digital trends, regional sensibilities, and Gujarati cinema (both classic films and new releases).

● Strong Hindi proficiency is an advantage for cross-functional collaboration.

3. Tools & Platforms (Must-Have)

● Social media design and editing: Canva, CapCut, Adobe Express

● AI tools: ChatGPT, Midjourney, Runway ML, Firefly, Gemini, Pika

● Analytics tools: Meta Business Suite, YouTube Studio, Instagram Insights

● Community platforms: WhatsApp Business, Telegram (nice to have)

4. Demonstrated Work

● Portfolio showcasing reels, memes, carousels, short videos — content you've created, not just managed.

● Evidence of cultural storytelling that balances entertainment, authenticity, and brand alignment.

● Examples of community-building initiatives or engagement-driven campaigns.

 

🚫 This Role Is NOT For

● Traditional social media managers who only schedule posts, manage calendars, or coordinate with agencies.

● Candidates who rely on agencies or external creators for all content.

● People who see social media as a broadcasting channel, not a conversation space.

● Those who prioritize virality over cultural authenticity or brand meaning.

● Candidates who require large teams, budgets, or can't create content end-to-end using AI tools.

 

⚡ Why This Role Matters

STAGE is not trying to become the biggest platform. We are building the most meaningful entertainment platform for India's regional cultures.

This role will define whether STAGE in Gujarat becomes:

● Just another OTT app with Gujarati content, or

● The cultural home for Gujarati entertainment and identity.

You will be the architect of how an entire community sees itself represented, celebrated, and entertained.

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Shubham Vishwakarma's profile image

Shubham Vishwakarma

Full Stack Developer - Averlon
I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.
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